ITIL Foundation papers

ITIL Sample paper 1
ITIL Sample paper 2
ITIL Sample paper 3
ITIL Sample paper 4
ITIL Sample paper 5
ITIL Sample paper 6
ITIL Sample paper 7
ITIL Tests home

NHS Discounts

Virgin Red Answers

Starting with an ITIL foundation you can either choose to move on to a ITIL Practitioner level and specialise in one or more process areas or for those in or looking to be in a Service Management role you can take the Managers certificate

ITIL Problem Management Practitioner

This qualification covers the Service Management discipline of Problem Management as described in the IT Infrastructure Library (ITIL) Service Delivery book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Problem Management.

At the end of this course the candidate will be able to demonstrate:

  • The definition of Incident Management's relationship to Problem Management: matching incidents to known errors and outstanding problems
  • Understanding of the Problem Management process, and description of Problem and Error Control activities
  • Understanding of how to establish proactive Problem Management within an organisation
  • The role of Availability Management in Problem Management
  • Change Management's relationship to Problem Management: establishing a cost benefit and establishing permanent structural solutions

  • The definition of the various sub-activities within both reactive and proactive Problem Management
  • The use of Problem Management Metrics and Management Information within an organisation
  • How to improve existing Problem Management functionality through Service Improvement initiatives
  • Understanding of a variety of Problem Management techniques for root cause analysis including, Kepner and Tregoe, Brainstorming, Trend Analysis and I Shikawa
  • How to plan, monitor and report on the effectiveness and efficiency of Problem Management
Where to take the ITIL exam?

There are 100's of Thompson Prometric Centres around the UK. Follow this link to get to the site to book your exam.

Where to purchase ITIL books?

The first book to purchase would be the ITIL Service Management Pocket Book £9.95 . This book is more commonly known as 'Little ITIL' and is used as reference on every ITIL Foundation course.

Below are links to the most popular itil books. The ITIL Service Support and Service Delivery are essential reading after passing your ITIL foundation exam. The Introduction to ITIL will help with your ITIL Foundation knowledge and for those trying ITIL from smaller organisations the newly released ITIL Small scale implementation book will provide guidelines to get you on your way.

ITIL Tests

Providing Free ITIL tests to users preparing to take ITIL training since 2004

These sample papers give real life ITIL Foundation questions for you

ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth.

Dial-a-butty tester